FerroxLabs Investigate Churn
Estimated time: 30-45 minutes
This workflow diagnoses customer churn: it gathers the brief, infers hypotheses, runs a full investigation, synthesizes a root cause, and builds an action plan, ending in a shipped churn report. It is interactive: the user reviews and refines the investigation, then reviews and refines the action plan before shipping.
Steps
Step 1: Kick Off and Capture the Brief (uses: support-churn-investigate)
Ask the user for the churn-rate trend, a list of recently churned customers (or pasted exit feedback), and any cohort or segment pattern they have noticed. Capture this verbatim as the brief. Do not proceed until you have at least the churn trend and some churned-customer signal.
- Input: user-provided churn trend, churned-customer list or exit feedback, segment patterns
- Output: brief
- Key focus: get the trend plus real churned-customer signal before hypothesizing
Step 2: Infer Hypotheses to Test (uses: support-churn-investigate)
Using the support-churn-investigate skill, infer the churn hypotheses worth testing, in priority order. State the inferred hypotheses and the reasoning. Ask the user to confirm or add hypotheses they suspect from internal signals. Capture the resulting hypotheses.
- Input: brief from Step 1
- Output: hypotheses (priority-ordered)
- Key focus: prioritize the hypotheses and let the user add internal-signal ones
Step 3: Run the Investigation (uses: support-churn-investigate)
Using the support-churn-investigate skill in full-investigation mode with the brief and the hypotheses, investigate each hypothesis and produce findings. Show the full investigation findings to the user.
- Input: brief from Step 1, hypotheses from Step 2
- Output: investigation findings
- Key focus: test every hypothesis and record what the evidence shows for each
Step 4: Review the Investigation (uses: support-churn-investigate)
Present the investigation findings and ask the user whether to refine them or proceed to root-cause analysis. If the user wants changes, gather specific refinement feedback and re-run Step 3 with that feedback plus the prior findings and the hypotheses, looping up to 3 times until the user is satisfied. When satisfied, advance.
- Input: investigation findings from Step 3, user decision and refinement feedback
- Output: approved investigation findings
- Key focus: loop on the investigation only until the user approves (max 3 iterations)
Step 5: Synthesize the Root Cause (uses: support-nps-analysis)
Using the support-nps-analysis skill in root-cause-synthesis mode with the approved investigation, synthesize the root cause of the churn from the findings. Show the root-cause synthesis to the user.
- Input: approved investigation findings from Step 4
- Output: root cause
- Key focus: converge the findings into a single defensible root cause
Step 6: Build the Action Plan (uses: support-churn-investigate)
Using the support-churn-investigate skill in action-plan mode with the root cause and the investigation, build a concrete action plan to address the root cause. Show the full action plan to the user.
- Input: root cause from Step 5, approved investigation findings from Step 4
- Output: action plan
- Key focus: every action ties back to the root cause and is concretely owned
Step 7: Final Review and Ship the Report (uses: support-churn-investigate)
Present the root-cause synthesis and the action plan and ask the user whether to ship the investigation report or refine the action plan. If they want changes, gather feedback and re-run Step 6 with that feedback plus the root cause, looping up to 2 times. When approved, assemble the churn report with these sections: Brief, Hypotheses, Investigation, Root Cause, Action Plan.
- Input: action plan from Step 6, root cause from Step 5, user decision
- Output: churn report (assembled)
- Key focus: assemble the five-section report only after the user ships